Under Secretary for Benefits Paul R. Lawrence, Ph.D.
April 30, 2020
Managing VBAPerformance & ResultsFY20 Q2
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Agenda
Blue Water Navy
Colmery
Solid Start
Accountability
VBBP
Overview FY20 Q2 Results SummaryAdditional Topics
COVID-19
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With Us Today
Margarita DevlinPrincipal Deputy Under Secretary for BenefitsTopic: Solid Start
Beth MurphyExecutive Director Compensation ServicesTopic: Blue Water Navy
Charmain BogueExecutive Director Education ServiceTopic: Education
Joseph GurneySenior Advisor forFiscal StewardshipTopic: VBBP
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VBA Overview and Priorities
Ensure we are strong fiscal stewards of the money entrusted to us
Provide Veterans with the benefits they have earned in a manner that honors their service
Foster a culture of collaboration
25,506 EMPLOYEES
In benefits distributed in FY20 Q2$31B
Regional offices56
56% VETERANS
Intake sites, out-based facilities, VetSuccess on campus sites, and VR&E offices
540
Other special processing andcall centers39
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About VBA
Education
Insurance
Pension & Fiduciary
Vocational Rehabilitation
& Employment
Compensation
Appeals
Home Loan Guaranty
Transition& EconomicDevelopment
Abraham Lincoln
“ To care for him who shall have
borne the battle and for his widow, and
his orphan.”
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BLUF: FY20 Q2 Performance – Outstanding
Compensation Education
Appeals Vocational Rehabilitation& Employment
Target Exceeded Strong Progress Target Not Met
Insurance Transition & EconomicDevelopment
Exceeded All Key Performance Metrics
Pension & Fiduciary Home Loan Guaranty
VOCATIONALREHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY INSURANCE EDUCATIONCOMPENSATION APPEALS HOME LOAN
GUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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5M Veterans Served$24.2B Paid
Targets Exceeded
• Completed 65k more than target
• Average days to complete was almosta month faster than target
• In March 2020, VBA set a new recordfor the highest number of completeddisability rating claims in a singlemonth at more than 156K
Takeaways
PERFORMANCE INDICATORS FY20 Q2 Target
Claims Completed 392,210 326,560
Average Days to Complete 94.0 125
Issue Quality 95.35% 96.0%
Serving more Veterans, faster & with high quality
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Blue Water NavyClaims Report (as of March 31, 2020)
Veteran Claims Survivor Claims Total Claims
Claims for Processing 47,148 4,267 51,415
Completed Claims 12,752 1,908 14,660
Retroactive Payments $274,077,322 $31,405,723 $305,483,046
Find out more information at https://www.benefits.va.gov/benefits/blue-water-navy.asp
Beth MurphyExecutive Director Compensation Services
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C&P Exams Update
Focusing on safety of Veterans, Service Members, Employees, and C&P Examiners
Temporarily suspending all in-person C&P exams at beginning of April
Using alternative means:• Rate on available evidence• “Tele-C&P exams” for some conditions• Acceptable Clinical Evidence (ACE) exams
Completing claims—including partial ratings—to pay benefits
Holding claims in work queue if need in-person C&P exam or other evidence
APPEALSVOCATIONAL
REHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY INSURANCE EDUCATIONCOMPENSATION HOME LOAN
GUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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Reduction of Legacy AppealsPERFORMANCE INDICATORS FY20 Q2 Target
Inventory (Non-Remand)* 48,062 56,646*Note: Pre-“board” workload inventory
AMA@VBA Two VBA Decision Lanes
PERFORMANCE INDICATORS Supplemental Claim
Higher-Level Review
Target (Average Days) 125 125
Average Days to Complete 75 62
Claims Received 163,193 42,413
Targets Exceeded
• AMA is a success
• In Q2, VBA processed Higher-Level Reviews 50% fasterthan our target
Takeaways
Non-remand legacy inventory at the lowest level since tracking began in 2006
PENSION& FIDUCIARY
VOCATIONALREHABILITATION& EMPLOYMENT
INSURANCE EDUCATIONCOMPENSATION APPEALS HOME LOANGUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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Targets Exceeded
PERFORMANCE INDICATORS FY20 Q2 Target
Claims Completed 32.6K 31.1K Veterans Pension Average Days to Complete 96.7 125
DIC Average Days to Complete 98.8 125
Veterans Pension and Dependency Indemnity Compensation (DIC)
Targets Exceeded
• Completed claims 4 weeks fasterthan target
Takeaway 232K Beneficiaries Served$772M Paid
Veterans Pension
438K Beneficiaries Served$1.9B Paid
DIC
Serving more Veterans, faster
PENSION& FIDUCIARY
VOCATIONALREHABILITATION& EMPLOYMENT
INSURANCE EDUCATIONCOMPENSATION APPEALS HOME LOANGUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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Fiduciary
Targets Exceeded
175,526 Beneficiariesin the Program
Targets Exceeded
• Field examinations ensure the well-being of the beneficiary and protectthe beneficiary’s VA benefits
Takeaway
PERFORMANCE INDICATORS FY20 Q2 Target
Field Examinations 26.5K 24.5K
Protecting Veterans & their benefits from fraud & abuse
INSURANCEVOCATIONAL
REHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY EDUCATIONCOMPENSATION APPEALS HOME LOAN
GUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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5.6M Lives Insured$1.2T in Coverage
Targets Exceeded
• Disbursed payments faster
• Located hard-to-find beneficiariesat a greatly accelerated pace
Takeaways
PERFORMANCE INDICATORS FY20 Q2 Target
Timeliness of Disbursements 2.7 days 4.0 days
Accuracy of Disbursements 98.5% 99.0%
Hard-to-Find Beneficiaries 1,458 383Benefits Paid to Found Beneficiaries $7.4M –
Honoring Veterans’ final requestof VBA
EDUCATIONVOCATIONAL
REHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY INSURANCECOMPENSATION APPEALS HOME LOAN
GUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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701,628 Students$3.4B Paid
Targets Exceeded
• Continuing retroactive paymentsthrough COVID-19
• More on this fromCharmain Bogue next
Takeaways
PERFORMANCE INDICATORS FY20 Q2 Target
Timeliness of Processing Original Applications 17.0 days 28 days
Accuracy 95.0%* 95.0%
Student Veterans are getting access to benefits faster & with high quality
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GI Bill Update Charmain BogueExecutive Director Education Service
True Up COVID-19
Started April 29
Worked with schools to receive corrected enrollments• August 1, 2018 to November 30, 2019
Impacted enrollments• Classes at extension campuses
No action is required by the student• First checks go out May 2020
Public Law 116-128• Signed by POTUS on March 21
Same monthly housing allowance• Until December 21, 2020• Or School Resumes
VOCATIONAL REHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY INSURANCE EDUCATIONCOMPENSATION APPEALS HOME LOAN
GUARANTY
TRANSITION& ECONOMIC
DEVELOPMENT
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Targets Exceeded
• VR&E continues to engage withVeterans and provide positiveoutcomes
• Tele-counseling has expanded,avoiding in-person contact
Takeaways
PERFORMANCE INDICATORS FY20 Q2 Target
Positive Outcomes(Employment, Independent Living, Persisting in School) 4,364 3,900
Over 1,000 Rehabilitation Counselors
Over 350 Office Locations
104 VetSuccess on Campus SitesEarly investment in tele-counseling means we deliver Veterans what they need when & where they need it
HOME LOANGUARANTY
VOCATIONALREHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY INSURANCE EDUCATIONCOMPENSATION APPEALS
TRANSITION& ECONOMIC
DEVELOPMENT
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280,074 Loans$82B Total Loan Amount
Targets Exceeded
• More Veterans accessed VAloans for purchase andrefinance
• LGY increasing the numberof COEs that are issuedautomatically
Takeaways
PERFORMANCE INDICATORS FY20 Q2 Target
Certificate of Eligibility within 5 days 99.87% 98%
Certificate of Eligibilitywithin 1 day 87.59% 75%
31,035 Foreclosures Avoided
$30.5M In Specially Adapted Housing Grants
Veterans getting home loans faster
TRANSITION & ECONOMICDEVELOPMENT
VOCATIONALREHABILITATION& EMPLOYMENT
PENSION& FIDUCIARY INSURANCE EDUCATIONCOMPENSATION APPEALS HOME LOAN
GUARANTY
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Targets Exceeded
• Conducted at 3 key intervals post-transition (Stage 1:0-90; Stage 2: 91-180;Stage 3:181-365)
• Implemented priority Solid Start callingfor Veterans in need of mental healthsupport
• More on Solid Start fromMargarita Devlin next
Takeaways
PERFORMANCE INDICATORS Actuals Target
VA TAP Touches 90,866 –
VA TAP Customer Satisfaction 95.9% 95%VA Solid Start Successful Contact Rate 53% 15%
Consistent, Caring Contact for Veterans
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Solid Start
Stage 2 calls started
100 specially trained VA representatives reached out to over 50,000 Veterans
Callers are engaging range of Veterans – active duty and reserve/guard personnel who have separated
VA benefits and services, including mental healthcare, warm transfers to VA Crisis Line
COVD-19 – access healthcare, receive assistance with employment, financial information and resources
Margarita DevlinPrincipal Deputy Under Secretary for Benefits
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Accountability
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Veterans Benefits Banking ProgramKey Features By The Numbers
Joseph GurneySenior Advisor for Fiscal Stewardship
19 Credit Unions
9 Banks
12,000 Locations
To learn more go to www.va.gov/change-direct-deposit or www.veteransbenefitsbanking.orgor call us at 1-800-827-1000.
Fraud Protection:• Secure direct deposit into banks and
credit unions
Service and Flexibility for Veterans:• Providing excellent customer service via
phone, online and in person
No Cost Checking:• Cost-effective for Veterans on accounts and
maintenance fees
Choice:• Top and well-known institutions for Veterans
to choose from
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VA Office of Information and Technology!
James P. GfrererAssistant Secretary for Information & Technology and Chief Information Officer
• Chris Barnes• Dewaine Beard• John Blankenship• Ruchika Croall• Dominic Cussatt• John Everett• Jack Galvin• John Gardner• Ty Jacobs• Daniel McCune
• Joe McDowell• Clyde Miller• Dianne Newman• Yu (Boris) Ning• Rob Orifici• Susan Perez• Dennis Peterson• Angela Rust• Roger Sigley• Cherri Waters
Thank You
OIT’s VBA Account Leaders
Brad Houston Rob Smith
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COVID-19
Open for business• Telework enabled
Closed public contact centers• VA.gov• 1 (800) 827-1000
Quickly dealing with changes• Extensions – yes• Debt Relief – 1 (800) 827-0648
Veterans are not alone• Benefits Questions? - 1 (800) 827-1000• In Crisis? – 1 (800) 273-8255
COVID Microsite - www.publichealth.va.gov/n-coronavirus/FAQ - www.va.gov/coronavirus-veteran-frequently-asked-questions/
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Summary
Outstanding Performance• More and Faster
Sustaining our promises• BWN, Colmery, Solid Start, VBBP
Context – Consistently Outstanding• 4 consecutive Quarters
Why does it matter?• We are delivering for Veterans• Fulfilling directive:
o VA Secretary Wilkie – “ExcellentCustomer Service”
o President Lincoln – “To care for himwho has borne the battle…”
We are still on track to:
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Connect with us!
This webcast and materials will be posted at:benefits.va.gov/stakeholder
For VA customer service, call:1-800-827-1000
To learn more about VA Benefits, visit:benefits.va.gov
For more specific questions, access:Inquiry Routing & Information System (IRIS)
@VeteransBenefits @VAVetBenefits
@VABenefits@VAVetBenefits
@department-of-veterans-affairs
Stay With Us for theAfter Show
Open for business and continuing to do more!
Adapting to stay engaged with Veterans in new ways
Tele-Townhalls and Solid Start calls: What We’ve Learned
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VBA COVID-19 Readiness